Eileen Ng Email & Phone Number

Singapore

• Support Senior Project Lead in the development of customer experience initiatives and cost proposals for overseas rail bids• Provide support to Senior Project Lead (Customer Experience) for costing, reporting and documentation processes• Collaborate with staff from Rail Operations and Customer Experience to implement identified best practices from new bids for application on existing lines

Singapore

• Liaise with internal and external stakeholders to drive and implement customer experience projects• Support relevant authorities in delivering nationwide customer experience initiatives• Foster relationships with Social Service Agencies to identify opportunities for collaboration • Coordinate Annual Customer Satisfaction surveys to develop insights for improvement• Provide on-site customer experience expertise and contribute to overseas tender projects• Part of Incident Response Team to extend care and concern to commuters when they are injured• Part of Corporate Communications team to monitor social media comments and email enquiries to gather feedback and insights for improvement

Singapore

Customer Experience & Operations• Oversee and regularly review Patient Liaison Centre’s operations to ensure consistent and positive customer service delivery for the hospital.• In charge of maintaining overall enquiry response time of the Centre, achieving KPI of consistent 100% reply within 2 working days for all enquiries.• Oversee general operations and enquiries of the Hospital’s Membership Program.• Plan and manage hospital tours for over 100 expectant couples monthly, consistently achieving >95% “Excellent & Good Rating” for service rendered and ~65% tour to enrolment conversion rate.• Manage development and optimization of online booking forms and testing for implementation alongside IT and marketing departments.Marketing & Analysis• Analyse competitors’ offerings to remain competitive and better anticipate trends, especially in maternity-related services, through regular market research of websites, social media and feedback from customers/surveys.• Manage and provide support for local and regional marketing activities of the hospital.

Singapore

• Manage and handle public enquiries via email/web, phone and walk-in.• Provide assistance for hospital and medical services, referrals, specialist appointments and travel arrangements.• Conduct hospital tours for expectant couples.• Coordinate and work closely with other departments, hospital staff and specialist doctors to attend to patient/customers’ needs.• Liaise with medical agents on matters pertaining to international patients to provide end-to-end customer support and service.• Support local and overseas marketing events and fairs.• Carry out effective service recovery to address customers’ concerns, when required.

Singapore

• Conduct pre-flight duties including safety equipment and security checks, cleanliness and safety of cabin and inventory check on board aircraft.• Conduct boarding duties including greet and assist passengers with their seats• Safety briefing of passengers during emergency situations and demonstrate safety and emergency procedures such as using seat belt, life vest donning and emergency exit locations.• Provide cabin, meal and refreshment services for Economy and Business Class passengers.• Attend to needs and requests of all passengers, prioritizing safety throughout the flight.• Provide first aid to passengers, where necessary.

• Assist in Marketing efforts of the company, including strategising, conducting and optimizing campaigns• Working with clients to curate marketing campaigns for businesses from various industries• Plan promotional materials, themes for company.• Administrative duties.

Singapore

• Analyse competitors’ pricing and promotions.• Liaise with suppliers for product updates.• Creating and updating website.• Plan promotional materials, themes for website.• Administrative duties.